Job Title: Workforce Optimization Manager
The successful candidate will be responsible for analyzing historical data to predict future call volume and staffing requirements, developing staffing plans based on forecasted demand and business goals, and adjusting staffinglevels based on real-time fluctuations in demand.
- Forecasting and Staffing:
- Analyze historical data to predict future call volume and staffing requirements
- Develop staffing plans based on forecasted demand and business goals
- Adjust staffinglevels based on real-time fluctuations in demand
- Scheduling and Allocation: Create employee schedules that align with forecasted demand and labor constraints, optimize shift patterns to maximize efficiency and minimize costs, manage employee time off requests and ensure adequate coverage during peak periods.
- Performance Monitoring and Coaching: Monitor real-time adherence to schedules and performance metrics, identify areas for improvement and provide coaching to employees, conduct performance reviews and provide feedback.
- Data Analysis and Reporting: Analyze workforce data to identify trends and opportunities for optimization, generate reports on key performance indicators (KPIs) related to workforce management, present data insights to management to inform decision-making.
- Compliance Management: Ensure compliance with labor laws and company policies regarding scheduling and overtime, monitor employee time and attendance to prevent violations.